Job Description
Are you a technical expert looking for a fully remote position with top-tier equipment? Apex Innovations is currently hiring a Senior Remote Technical Support Specialist to join our elite distributed team in Washington, D.C.
We believe that working from home should feel like working from an office. That’s why we provide a premium home office stipend and the latest hardware to ensure you have everything you need to succeed. If you thrive in a fast-paced environment and want to help users solve complex technical issues from anywhere in the US, we want to meet you.
Why Join Us?
- 100% Remote: Work from the comfort of your home in Washington D.C. (or anywhere in the US).
- Equipment Provided: We issue a MacBook Pro, 27-inch 4K Monitor, Ergonomic Chair, and Standing Desk.
- Competitive Pay: Earn between $75k and $95k depending on experience.
- Flexible Schedule: Support our US-based clients during US business hours.
Responsibilities
- Provide tier 2 technical support via phone, chat, and email to enterprise clients across the United States.
- Diagnose and resolve complex hardware, software, and network connectivity issues remotely.
- Configure and deploy new equipment sent to remote employees to ensure optimal performance.
- Maintain accurate documentation of all technical tickets and solutions in the CRM system.
- Collaborate with the engineering team to escalate critical bugs and suggest product improvements.
- Conduct remote training sessions for users on new software tools and security protocols.
Qualifications
- Minimum of 4 years of experience in technical support, IT Helpdesk, or Customer Success.
- Strong proficiency with Windows and macOS operating systems.
- Experience with remote support tools (e.g., TeamViewer, LogMeIn, GoToAssist).
- Familiarity with networking concepts, including VPNs, firewalls, and DNS.
- Ability to communicate complex technical concepts to non-technical users clearly.
- High-speed internet and a dedicated home office environment required.